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Citizen Charter

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Company Profile

OIL INDIA LIMITED (OIL) is a Government of India Enterprise, under the administrative control of Ministry of Petroleum and Natural Gas. Oil is engaged in the business of exploration, development and production of crude oil and natural gas, transportation of crude oil, Product transportation from Numaligarh to Siliguri and production of LPG from its produced gas.OIL is engaged in conducting exploration activity both in India and overseas through JV agreements and PSCs with other oil companies and has 52 years of experience in this business. The Government of India bestowed the Company with the coveted NAVRATNA status in April 2010, for its consistent performance. Major share of OIL’s production come from its traditionally rich oil and gas fields concentrated in the North Eastern Region of the Country. The search for new avenues has seen OIL spreading out its operations in onshore/offshore Orissa and Andaman, deserts of Rajasthan, plains of Uttar Pradesh, riverbeds of Brahmaputra, Krishna-Godavari Basin and offshore Saurashtra. In Rajasthan, OIL discovered gas in 1988, heavy oil/bitumen in 1991 and started production of gas in 1996. Oil India Limited, in line with its Vision to be a Global player has ventured out into many countries viz Libya, Gabon, Nigeria, Yemen, Sudan, Iran, Egypt, Mozambique, Russia, Venezuela, Mynamar and Bangladesh in the area of Exploration & Production business. OIL also provides various E&P related services and holds 26% equity in Numaligarh Refinery Limited (NRL) and 10% equity stake in Brahmaputra Crackers and Polymers Limited (BCPL) and 23% equity stake in Duliajan Numaligarh Pipeline Limited (DNPL Ltd.). As a leading Corporate Citizen, OIL support Global Compact initiative of United Nations. OIL’s exemplary social welfare and community development initiatives focusing on the key areas of education, healthcare and the overall development of basic infrastructure have touched many a lives in and around its operational areas.

OIL’s Core Purpose

The fastest growing energy company with a global presence providing value to the stakeholder'

OIL's Vision

Oil India is the fastest growing Energy Company with highest profitability.

Oil India delights the customers with quality products and services at competitive prices.

Oil India is a Learning Organization, nurturing initiatives, innovations and aspirations with best practices.

Oil India is a responsible corporate citizen deeply committed to socio-economic development in its areas of operations.

Details of Goods and Services provided to Customers/Clients

Supply of Crude Oil, Natural Gas & LPG

Transportation services of Crude Oil & Natural Gas

Product transportation from Numaligarh to Siliguri

The Company is also venturing into the following areas

Supply of Renewable Energy (wind energy)

Leasing out of OFC and other Telecom infrastructure

Annual Maintenance Services for Pipeline

Cathodic Protection Services for Pipeline

Details of Customers /Clients/Groups

Oil India Limited is an Exploration and Production Company engaged in the business of exploration and production of Crude Oil & Natural Gas, production of LPG, transportation of Crude Oil and Product transportation from Numaligarh to Siliguri which are not directly supplied/delivered to general public. OIL’s products are supplied to central/state PSUs and a few other business entities and not to individual customers. Goods and Services supplied to Business Entities are governed by well defined contracts which are monitored by professional experts from these organizations. Any issue that may arise would be resolved as per the provisions of these contracts.

Transactions/processes of OIL which may affect citizens in general

OIL is deeply committed to the Preservation of Environment & Ecology, Sustainable Development, Enrichment of the quality of life of Employees, Customers and the Community around its operational areas and in order to achieve this Oil has developed a HSE Policy and Environment Policy. Service Standard is governed by the following statutory provisions:

A number of CSR schemes have been undertaken by OIL in and around its operational areas. These schemes cover the fields of education, health and socio-economic development and have been devised to cater to the specific and developmental needs of communities. OIL has a comprehensive well formulated CSR policy to take care of its different stakeholders which can be viewed in its website http://www.oilindia.com/CSR.aspx

Grievance Redressal Mechanism –

Affected Stakeholders can submit their complaints to the Public Grievance Officers under the Citizen Charter. We shall promptly acknowledge complaints within 7 days of receipt by and attempt to provide final replies within 30 working days of their receipt. In case it is not possible to send the final reply within the time specified, an interim reply shall be furnished to the Complainant.

Indicative expectations from Complainants

The subject matter of grievance should be clear with all relevant details furnished.

Complete address and telephone number, email address, etc. of the complainant to be indicated.

Third party queries must be of general nature affecting public in general.

Should not include anonymous, frivolous, vexatious grievances or grievances relating to service matters of an employee of OIL whether serving or retired.

ROLES AND RESPONSIBILITIES OF THE PUBLIC GRIEVANCE OFFICER

Deal with every grievance in a fair, objective and just manner and issue reasoned speaking reply for every grievance rejected.

Acknowledge each grievance petition within seven days of receipt, indicating the name, designation and telephone number of the official who is processing the case. Grievances should be disposed off within a time frame of 30 days. In case, it is not possible to send the final reply within the time specified, an interim reply shall be furnished to the Complainant.

Grievances which cannot be resolved at the level of Grievance Officer should be brought to the attention of the Competent Authority at the earliest.

An MIS System should be evolved for monitoring the public grievances and their redressal.

Public Grievance Officer (PGO) will identify areas of recurring grievances and analyse the underlying cases. Analyse public grievances received to help identification of the problem areas in which modifications of policies and procedures could be undertaken with a view to making the delivery of services easier and more expeditious.

Examine areas of stakeholder interface with a view to recommending essential changes in procedures to make the organization more stakeholder-friendly.

Enable integration of the redressal of the grievance into the process of decision making policy formulation.

Review Of Citizen Charter

The charter may be reviewed time to time based on the experiences and feedback received from the stakeholders. Any revisions / changes taking place in the statutory requirements shall also be taken care of while revising the Charter.